Technical Support Engineer (Tier 2)

F-Secure makes every digital moment more secure, for everyone. For over 35 years, we’ve led the cyber security industry, protecting tens of millions of people online together with our 200+ service provider partners. We value our Fellows' individuality, with an inclusive environment where diversity drives innovation and growth. What makes you unique is what we value – be yourself, that is (y)our greatest asset. Founded in Finland, F‑Secure has offices in Europe, North America and Asia Pacific.

About the role

We are looking for Technical Support Engineer (Tier 2) to join our team in Bengaluru! We at F-Secure are all about protecting the digital side of things. When you join our team, you will get to work with the fellows who are always pushing the envelope when it comes to technology, online security and privacy. We work to set the Internet free.

This role will be located in Bengaluru, India. You can choose whether you work at our Bengaluru office, or in a hybrid mode from your home office. We hope you are able to join us for common gatherings at the office when needed.

At F-Secure we want to be efficient and transparent in our recruiting. Our hiring process will consists of three interview rounds: introduction interview, team interview and final interview. Our aim is to move quickly through the steps, and inform each candidate on a timely manner whether they will proceed in the process.

Key responsibilities:

• Monitor cloud-based infrastructure and applications using modern observability tools and handle partner raised tickets. You will respond to incidents and partner tickets, perform detailed troubleshooting of cloud, system, and network-related issues.
• Escalate complex or high-impact issues to L3 with thorough documentation and initial triage findings.
• Work with AWS services to verify system health, troubleshoot issues, and support platform uptime to meet 99.99% goal.
• Investigate alerts from monitoring tools, identifying false positives and initiating response when needed.
• Execute standard operational tasks according to SOPs and change controls.
• Contribute to knowledge base and runbook development to help standardize resolution processes and improve team efficiency.
• Perform routine tasks such as verifying backups, checking system metrics, and ensuring services are running as expected.
• Participate in 24/7 coverage including on-call shifts or rotations as needed.

What are we looking for?

• Strong proficiency in AWS services including EC2, VPC, CloudWatch, S3, RDS, ECS/EKS, Lambda, and IAM. Ability to troubleshoot AWS-related infrastructure issues to maintain cloud-based cybersecurity solutions.
• Experience with Docker and container orchestration using Amazon ECS/EKS to maintain microservices architecture.
• Hands-on experience with Dynatrace, Datadog, CloudWatch, or similar tools for monitoring security services and infrastructure.
• Strong command of Linux environments with ability to perform system hardening aligned with security best practices.
• Proficiency in Bash, Python, or PowerShell scripting for automating routine tasks, log analysis, and creating incident response procedures.
• Experience with incident management tools and partner ticketing systems.
• Strong skills in documenting incidents, troubleshooting steps, and updating playbooks.
• Ability to communicate technical issues clearly to partners and internal teams during incidents.
• Skills in triaging and isolating issues between application, network, and infrastructure layers in a multi-tenant environment.

Due to the 24/7 coverage of this role, it is also crucial that you have the ability to work in shifts and maintain alertness during critical incident response.

You get bonus points for:

• Knowledge of consumer product portfolio including antivirus, VPN, password management, and identity protection solutions.
• Understanding cloud-based security offerings and their infrastructure requirements.
• Ability to work in complex multi-tenant environment serving hundreds of service provider partners.

What will you get from us?

• You will work together with experienced and enthusiastic colleagues, and within F-Secure you will find some of the best minds in the cyber security industry.
• We actively encourage our Fellows to grow and develop within F-Secure, and in your career here you can find yourself contributing to any number of our other products and teams. You decide what to make of this role, what your priorities are, and how you organize your work for the best benefit to us all.
• We offer interesting challenges and a competitive compensation model with wide range of benefits. You get a chance to develop yourself professionally in an international and highly motivated team serving our customers in providing world class security, privacy and uncensored access to information online.
• You get to work in a flexible, agile, and dynamic working environment that supports individual needs. Giving our people both support and the opportunity to be in charge of their own work is something that is in our DNA.
• We are in a unique phase in our 30-year history and with curiosity and excitement in the air we see no limits for building a strong and fruitful career with us!
  
  A security vetting will possibly be conducted for the selected candidate in accordance to our employment process.